We are excited by the potential of this partnership
Toronto (Vocus) May 20, 2010
IntelliResponse Systems Inc., provider of the patented IntelliResponse Answer Suite that delivers “One Right Answer” across a variety of customer interaction channels, announced today that it has partnered with Lithium Technologies, the leading provider of Social CRM solutions to power the customer network, to integrate its Answer Suite technology with Lithium’s Social CRM and Customer Community platform.
The partnership will allow consumers in search of knowledge from a customer community to search for and acquire both community-driven results powered by Lithium Technologies, as well as the official “One Right Answer”, delivered by the IntelliResponse Answer Suite. In addition, popular content promoted by the community can be promoted into the IntelliResponse answerbase and made available to all customer channels and call centre agents to drive self service and improve first call response times.
IntelliResponse’s patented question and answer technology delivers “One Right Answer” 24 hours a day, 7 days a week, across a wide array of assisted and self-service customer interaction channels that include corporate and institutional web sites, mobile devices, customer service desktops, and social media platforms.
“We are excited by the potential of this partnership,” said David Lloyd, President of IntelliResponse. “With Lithium’s Social CRM solution, clients are able to create their own online branded customer communities, leverage conversations about their brand across social networks, and integrate this social information into traditional CRM systems and business processes. The addition of our unique Answer Suite technology will allow these same organizations to provide an “official” answer to common customer questions, and further extend the value of the customer community as an information access point.”
The combined IntelliResponse – Lithium solution delivers tangible benefits to customers, marketers, community managers, and customer support executives, including:
- Reduction in support costs by deflecting up to 40% of contact center calls and emails to the community or IntelliResponse answerbase.
- Optimization of Service Agent time by allowing for greater focus on high value customer interactions.
- Increases in customer loyalty, trust, and engagement by delivering a 360° view of community and company content.
- Proactive brand management via effective community management and rapid publishing of official answers to the community.
“We are thrilled to bring the power of the IntelliResponse platform to the market to empower organizations to quickly and effectively address their customers' questions with ’One Right Answer,’” said Henry Bruckstein, Director of Alliances at Lithium Technologies. “Combined with the Lithium platform, a single search can identify knowledge within the community and company’s knowledge base to dramatically improve customer satisfaction and reduce support costs.”
Lithium is now an official member of the IntelliResponse partner network.
About IntelliResponse Systems Inc.
IntelliResponse enhances the multi-channel customer service capabilities of hundreds of enterprise businesses and educational institutions. The company’s Answer Suite technology is an industry leading On Demand software platform that allows consumers on web sites and agents at contact centers to ask questions in natural language, and get one right answer - regardless of the hundreds of ways the question may be asked. With more than 200 live customer-facing implementations answering 60 million+ questions with One Right Answer, IntelliResponse is the gold standard in first line customer experience management.
Some of the world’s most recognized corporate brands and higher education institutions trust their customer experience management needs to IntelliResponse - including ING Direct, TD Canada Trust, Charter Communications, Computer Associates, Penn State University, The Ohio State University and Harvard University Extension School. For more information, visit http://www.intelliresponse.com.
About Lithium Technologies
Lithium is the leading provider of Social CRM solutions for the enterprise. Working with market leaders such as Best Buy, Sony, AT&T, Research In Motion Limited (RIM), Univision and PayPal, Lithium is delivering the next generation of customer relationship management by unlocking the value of the social customer network. Lithium solutions combine the power of online customer communities with the broader social web and traditional CRM business processes to inspire customers to innovate, promote, and support on the company’s behalf. As a result, businesses measurably improve their marketing and sales, accelerate innovation, and increase customer satisfaction. Lithium's platform is proven in high-volume, growth environments and provides the security, analytics, APIs, and multi-language support that enterprises demand. Founded in 2001, Lithium is privately held with headquarters in Emeryville, California. For more information, visit http://www.lithium.com. or, engage with us on Twitter, Facebook, and our community – the Lithosphere.
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